Customer Success Manager (Enterprise Accounts) at Nametag

United States

<p><strong>Location:</strong> Remote (U.S.) • Full-Time</p> <p><strong>Team: </strong>Customer Success</p> <p><strong>Mindset:</strong> <em>Do you like owning outcomes, not just accounts? Read on.</em></p> <h3><strong>About Nametag</strong></h3> <p>Nametag is a category leader in identity verification, security, and account protection. We work with security-conscious enterprises where trust, reliability, and long-term partnerships matter. We’re building a world-class, remote-first Customer Success organization that takes real ownership of customer outcomes—not just renewals on a spreadsheet.</p> <p>We value intellectual curiosity, collaboration, and a strong sense of responsibility in protecting enterprise security.</p> <h3><strong>About the Role</strong></h3> <p>We’re hiring a <strong>Customer Success Manager</strong> to own the post-sale customer relationship end-to-end. This role is accountable for successful onboarding, ongoing value delivery, executive alignment, and commercial renewals across a portfolio of enterprise customers.</p> <p>This is not a reactive support role and not a glorified account manager. You are the conductor. You’ll coordinate onboarding, guide customers through adoption milestones, surface risk early, and ensure Nametag is delivering measurable security and business value over time.</p> <p>The best person for this role enjoys being close to customers, is comfortable driving difficult conversations when needed, and thinks in terms of outcomes, not activities.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Own the <strong>overall customer relationship</strong> for a defined pod of enterprise accounts from onboarding through renewal.<br><br></li> <li>Lead structured onboarding journeys in partnership with Solutions Engineering and Support, ensuring customers reach first value quickly and correctly.<br><br></li> <li>Develop and maintain <strong>success plans</strong> aligned to customer goals, use cases, and risk profiles.<br><br></li> <li>Drive ongoing adoption through regular check-ins, Strategic Business Reviews, and proactive recommendations tied to customer security and identity outcomes.<br><br></li> <li>Act as the primary point of coordination across Support, Engineering, and Product for customer-impacting issues.<br><br></li> <li>Identify risk early (usage gaps, stakeholder churn, stalled initiatives) and run clear mitigation plans.<br><br></li> <li><strong>Own renewal motions end-to-end</strong>, including forecasting, stakeholder alignment, and commercial conversations. Proactively identify expansion opportunities and ensure the right sales partners are engaged at the right time.<br><br></li> <li>Capture customer feedback and usage patterns, and translate them into actionable insights for Product and Leadership.<br><br></li> <li>Advocate for best practices in identity, authentication, and account protection—helping customers mature over time, not just “go live.”<br><br></li> </ul> <h3><strong>What You’ll Work With</strong></h3> <ul> <li>Enterprise customers running complex IAM and security environments.</li> <li>Success tooling&nbsp; - Pylon, HubSpot</li> <li>Product usage data, onboarding milestones, and renewal forecasts.</li> <li>Cross-functional partners in Solutions Engineering, Support, Product, and Sales.</li> <li>Executive stakeholders on both the customer and Nametag side.</li> </ul> <h3><strong>Qualifications</strong></h3> <ul> <li>3–7 years experience in <strong>Customer Success, Account Management, or Post-Sales roles</strong> in B2B SaaS.</li> <li>Direct ownership of <strong>renewals and retention</strong>, ideally in an enterprise or security-adjacent product.</li> <li>Proven experience running structured onboarding and long-term customer success motions.</li> <li>Strong executive communication skills—comfortable with CISOs, IT leaders, and senior operators.</li> <li>Ability to balance empathy with accountability: you can be a trusted partner without avoiding hard conversations.</li> <li>Bonus: Experience in security, identity, IAM, or adjacent infrastructure products.</li> </ul> <h3><strong>Who Will Succeed in This Role If</strong></h3> <ul> <li>You think customer success is about <strong>measurable outcomes</strong>, not check-the-box activities.</li> <li>You’re comfortable being accountable for retention and renewal numbers</li> <li>You enjoy driving clarity when customers are busy, distracted, or under-resourced.</li> <li>You can zoom out to strategy and zoom in to execution without losing momentum.</li> <li>You don’t wait for problems to escalate—you surface them early and deal with them directly.</li> </ul> <h3><strong>Why Join</strong></h3> <p>You’ll have real ownership. Your work will directly influence retention, expansion, and customer trust in a security-critical product. You’ll partner closely with leadership, shape how we scale Customer Success, and help define what “great” looks like for enterprise customers at Nametag.</p> <p><br><br></p>